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Helpdesk with email-to-ticket shared inbox and SLAs
Employer
Iryna
Project parameters
Type of cooperationOne-time project
SectionWeb development, Web programming
Prepaymentwithout prepayment
Payment methodsCash, Bank transfer
Acceptance of requestsfrom today, 10:22 until Sep 8, 2026
Project description
Our support team currently drowns in a single mailbox where several agents forward messages to each other, reply over one another, and lose track of who is handling what. I want to replace that mess with a proper helpdesk built around a shared inbox that automatically converts every incoming email into a ticket. Each ticket needs a status, a priority, an owner, and a full conversation thread that keeps the customer's original message together with all internal notes and outgoing replies. When a customer answers, the reply must land back on the same ticket instead of spawning a new one, so threading by subject and message headers has to be reliable.
Beyond the inbox itself, the core of this job is workflow. I need agent assignment (manual and rule-based round-robin), SLA timers that track first-response and resolution deadlines with visible countdowns and breach warnings, and canned replies that agents can insert with one click and personalize. Tickets should be organized with tags and simple queues so the team can filter by product, channel, or urgency. Internal notes must stay private and never reach the customer. A clean reporting dashboard should show volume over time, average response and resolution times, SLA compliance, and workload per agent, exportable to CSV.
To be clear about scope: this is an email-based support ticketing system, not a live-chat widget and not a blog comment engine. Please propose a sensible stack, describe how you will handle inbound mail parsing and outbound sending, and outline roles and permissions for agents versus admins.
— Shared inbox that converts incoming emails into threaded tickets
— Reliable reply threading so customer answers reattach to the same ticket
— Assignment: manual plus rule-based round-robin distribution
— SLA timers for first response and resolution with breach alerts
— Canned replies, tags, and filterable queues
— Private internal notes invisible to customers
— Reporting dashboard with CSV export and per-agent workload
Beyond the inbox itself, the core of this job is workflow. I need agent assignment (manual and rule-based round-robin), SLA timers that track first-response and resolution deadlines with visible countdowns and breach warnings, and canned replies that agents can insert with one click and personalize. Tickets should be organized with tags and simple queues so the team can filter by product, channel, or urgency. Internal notes must stay private and never reach the customer. A clean reporting dashboard should show volume over time, average response and resolution times, SLA compliance, and workload per agent, exportable to CSV.
To be clear about scope: this is an email-based support ticketing system, not a live-chat widget and not a blog comment engine. Please propose a sensible stack, describe how you will handle inbound mail parsing and outbound sending, and outline roles and permissions for agents versus admins.
— Shared inbox that converts incoming emails into threaded tickets
— Reliable reply threading so customer answers reattach to the same ticket
— Assignment: manual plus rule-based round-robin distribution
— SLA timers for first response and resolution with breach alerts
— Canned replies, tags, and filterable queues
— Private internal notes invisible to customers
— Reporting dashboard with CSV export and per-agent workload
